MILAN, IL —The state of Illinois has selected Group O as its provider-of-choice for call center support for the Illinois Department of Public Health’s updated COVID-19 telephone hotline.
Group O stepped in as the provider of IDPH’s call center services in September. The hotline provides information to businesses and the general public in response to COVID-19.
State officials issued a request-for-proposals for the work on Aug. 7 and Group O submitted its proposal on Aug. 17. The RFP process was accelerated in this instance due to the urgency of the COVID-19 crisis and the demand for quick action. On Aug. 24, Illinois announced it would award a six-month contract to Group O, with the possibility of extending to one year.
Previously, IDPH had been running the call center with its own staff, but as the pandemic persisted and call volumes increased, sought a private sector partner. Group O’s track record in call center excellence and ability to provide 7-day-a-week coverage from 8 a.m. to 8 p.m. was cited in the award announcement.
Due to the volume of calls anticipated, the company will utilize agents in both its Milan, IL and Ft. Worth, TX locations for the work, most of whom will continue to work remotely.
Group O is currently hiring additional customer service representatives. Pay starts at 15 dollars per hour, with room for quick growth potential. The company offers a full benefits package, including over three weeks of PTO each year, PLUS no evenings or weekends! For more information, interested parties can apply at groupo.com/careers.